Introduction

a. Application maintenance isn’t only about code — it’s about people 

Every line of code keeps an application alive, but it’s the people behind it who keep it running. Maintaining an application depends on trust and smooth communication between teams. Even a small incident can block the whole workflow if teams aren’t aligned and don’t communicate effectively. Support teams act as the bridge between technology and the people who rely on it, making sure problems are not just fixed, but also understood. 

From experience, I’ve seen how even a simple chat message or a short daily update can prevent hours of confusion. Sometimes it’s the small things — like clarifying which server is affected or which part of the process is blocked — that make all the difference. Clear communication ensures everyone stays on the same page, and the work moves forward without unnecessary friction. 

b. Clear communication is what transforms “support” into “partnership.” 

Good communication can turn support from just solving tickets into a real partnership with the project teams. In nearshoring setups, with different time zones and ways of working, it really helps when messages are clear, concrete, and easy to act on. Taking the time to explain what’s happening, share updates, and clarify priorities makes everyone’s work smoother and avoids misunderstandings. 

I’ve noticed that when support and project teams communicate well, it’s not just about fixing issues — it’s about building trust. People start to rely on each other, which creates a kind of “team rhythm.” Everyone knows who to reach out to, what to expect, and how to escalate when needed. That rhythm is what keeps projects running even when things get tricky. 

The Role of the Support Team 

a. First point of contact in critical situations. 

Usually, support teams are the first to know when any issue appears. If these teams communicate efficiently, they can resolve critical situations before they escalate. Good communication also helps create a system that prioritizes different types of issues, so the most common problems are addressed quickly and effectively. 

b. Translating technical issues into business impact.

When everyone understands the potential impact of an incident on the business, they can act faster to resolve it. Knowledge sharing between teams is a real game changer. Learning tips and tricks from other departments that help tackle difficult situations is the kind of collaboration that builds strong, long-lasting partnerships. 

c. Building long-term client confidence. 

Open conversations, honest opinions, and the sense that others are genuinely willing to help when needed are all it takes for support teams to build long-term trust and confidence with their project teams. Over time, this approach creates stability and reliability that everyone can count on. 

When project teams feel that support is not just there to “put out fires,” but to actually understand their challenges and anticipate problems, it fosters a partnership mindset. That trust becomes a backbone of smooth collaboration, especially on complex projects with tight deadlines. 

Best Practices in Communicating with Users 

a. Clarity: explain issues without jargon. 

When interacting with users who report an issue, or when we are the ones updating them about a problem, it’s always better to use simple, clear words. The goal is to get on the same page with the user, not to rush into a fix without connecting with the human behind the screen. 

Even a short pause to rephrase technical terms in plain language can prevent confusion and reduce follow-up questions. It’s amazing how much smoother things run when the user feels heard and understood. 

b. Transparency: status updates during incidents. 

It doesn’t help anyone to sugarcoat a situation that is clearly critical. Good communication with users depends on being straightforward about the resolution. It’s always better to be honest and explain where things stand. 

Regular updates, even if the news isn’t perfect, build credibility. Users tend to be much more cooperative when they feel informed, instead of left guessing about the status of an incident. 

c. Empathy: acknowledging user frustration.

When things get heated, people may express their frustration in ways that feel challenging. Acknowledging that frustration makes the interaction more human. Saying something like, “I see this is slowing down your workflow, let’s fix it as quickly as possible,” feels more comforting and solution-oriented than a generic apology. 

Empathy doesn’t just make users feel better — it makes collaboration faster. A calm, acknowledged frustration leads to clearer problem descriptions and quicker resolutions. 

d. Consistency: SLAs and regular reporting.

When we have clear rules in place, know what to expect from each work week, and keep daily updates between teams, it becomes much easier to pass that information on to users. Regular updates on ongoing situations and reminders about prioritized problems show that issues are being handled with seriousness. And when users and project teams see that SLAs are rarely breached, it builds both confidence and a sense of professionalism. 

Channels of Communication 

a. Ticketing systems (structured and traceable) 

Ticketing systems might not feel as fast as a chat, but they have a big advantage: they bring order to the chaos. Every request has a clear history, responsibilities are visible, and nothing gets lost. Over time, these systems also become a little internal encyclopedia, helping the team solve similar issues faster in the future. 

They may seem formal at first, but once teams adapt, ticketing systems actually make life easier. It’s like having a roadmap — you always know what’s been done, who’s handling it, and what’s next. 

b. Chat and instant messaging (real-time support) 

Chats and instant messages are perfect when something needs attention right away. You get a sense of direct connection and can clarify details quickly that might otherwise take a string of emails. The key is to stay focused: fast doesn’t mean messy — it means clear and to the point. 

I often see teams resolving small but urgent issues in minutes through chat — moments that could otherwise spiral into bigger delays. 

c. Regular reviews & reports (proactive updates) 

Beyond handling issues as they come, proactive updates through regular reviews and reports are super useful. They show what’s going well, what needs attention, and that the team is keeping an eye on everything, not just putting out fires. And a bonus: when teams see that SLAs are consistently met, it builds trust and confidence in our professionalism. 

Wayfare’s Approach

a. Blending technical expertise with soft skills 

At Wayfare, our teams combine deep technical expertise with strong communication and collaboration skills. This means that when an issue arises, it’s not just solved efficiently — it’s handled in a way that keeps everyone aligned and confident. 

Having people who can explain solutions clearly while staying flexible makes all the difference in maintaining smooth project workflows. From experience, this mix of hard and soft skills creates a calm, reliable environment for everyone involved. 

b. Dedicated client teams for familiarity and trust 

With dedicated teams on each project, our people really get to know the application, the processes, and how the project runs day-to-day. This familiarity makes collaboration feel effortless — everyone knows who to reach out to, questions get answered faster, and work just flows more smoothly. It’s the kind of trust and connection that comes from working closely together over time. 

c. Feedback loops: learning from user input to improve applications 

Continuous feedback is at the heart of how we improve applications and processes at Wayfare. Every input from project teams or users helps us refine the way we work, so solutions are faster, more reliable, and better aligned with the project’s goals. 

This ongoing learning loop ensures that support is not just reactive but proactively adding value. Even small adjustments, suggested by those working with the application day-to-day, can make a noticeable difference in efficiency and user satisfaction. 

Conclusion

Effective support is more than solving problems — it’s about communication that creates trust, stability, and partnership. 

Effective support is about so much more than just solving problems — it’s about communication that builds trust, creates stability, and turns collaboration into a true partnership. 

Taking the time to communicate clearly, stay transparent, and work proactively with project teams makes all the difference. When priorities are clear and updates are consistent, the workflow runs smoothly, and both support and project teams feel confident in each other. From experience, this combination of clarity, empathy, and professionalism transforms support from a task into a true partnership — and that’s the kind of collaboration that keeps projects running successfully, day after day. 

Author: Timea Murasan, Service Desk Analyst

Timea thrives on routines and structure, yet finds fresh energy in taking on new challenges. With a background shaped by sports and nutrition, she’s learned that balance is key — a lesson she brings into her work every day.